Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Vielsabel Reyes

Norwich,CT

Summary

I am a criminal justice graduate with a concentration in Forensic Science that is interested in the area of scientific investigation and laboratory based forensic analysis. I currently work at the CDC's Help Desk where I support national public health information services and assist individuals with complex inquiries. I have been recognized by my employers for my strong analytical thinking abilities, attention to detail and communication skills. My goal is to continue building a career in forensic science and ultimately contribute to an area of either investigative or laboratory work within the field of forensic science.

Overview

6
6
years of professional experience

Work History

Center for Disease Control and Prevention HelpDesk

CDC
04.2025 - Current

• Handled more complex customer service inquiries and public health-related issues.

• Utilized computerized systems for tracking, data entry, and troubleshooting.

• Managed situations require thorough investigation or detailed responses based on the

nature of the customer’s concerns.

• Performed advanced database searches and provided information using available CDC

resources.

• Responded to inquiries via chat, email, or phone using pre-approved scripts and

templates.

• Assisted with Tier 3 technical support and information verification.

• Communicated recurring issues or trends to management.

• Maintained up-to-date knowledge of system changes, public health protocols, and

response procedures.

CDC-INFO Bilingual Non-Surge Agent

CDC
04.2021 - 04.2025

• Serve as a trusted resource for the public by providing accurate, comprehensive information on CDC guidelines, including healthcare protocols, vaccination requirements, and public health policies.

• Supported the national COVID-19 vaccination hotline, offering tailored assistance to individuals navigating vaccine appointments and protocols.

• Utilize CRM platforms to manage high volumes of inquiries while maintaining meticulous records to ensure data accuracy and compliance.

• Consistently demonstrate problem-solving skills and adaptability in responding to complex and sensitive topics.

National COVID-19 Vaccination Hotline

CDC
08.2020 - 04.2021

• Played a critical role in supporting a nationwide vaccination effort, assisting individuals with scheduling appointments, resolving issues, and providing guidance on vaccine availability.

• Delivered compassionate and effective communication in both English and Spanish during a time of heightened public health awareness.

Education

Bachelor of Science - Criminal Justice

American InterContinental University
2200 E Germann Rd Suite 100, Chandler, AZ 85286
08-2025

Skills

  • Teamwork and collaboration
  • Friendly, positive attitude
  • Customer service
  • Problem-solving
  • Computer skills
  • Decision-making
  • Critical thinking
  • Active listening
  • Calm under pressure
  • Multitasking
  • Time management

Languages

Spanish
Native or Bilingual

Timeline

Center for Disease Control and Prevention HelpDesk

CDC
04.2025 - Current

CDC-INFO Bilingual Non-Surge Agent

CDC
04.2021 - 04.2025

National COVID-19 Vaccination Hotline

CDC
08.2020 - 04.2021

Bachelor of Science - Criminal Justice

American InterContinental University
Vielsabel Reyes
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